ITIL Transformation Consultant  


For a T1 Investment bank, our Consultant SME will join Risk Analytics & Modelling (RAM) to provide Senior Management of the Group, of the Operating Divisions, and of Enterprise Risk Analytics (ERA) with full transparency and dynamic analysis of the risks and clients managed by CIB and IS Business Units, as per the scope detailed below.  

  • The scope of Risk Analytics and Modelling is: 

  • On Market & Liquidity risks: it is Group-wide. RAM comprehensively covers the CIB capital markets activities, ALM Treasury as well as the IS Business Units, 

  • On Counterparty risks: it is Group-wide. RAM covers all counterparty risks arising from derivative and repo transactions, 

  • On Credit risks: credit analysis and approval for all Financial Institutions (including Funds and SPVs), Sovereigns, Wealth Management clients and other IS private clients, 

  • On Insurance risks: risks generated by Insurance activities, 

  • Depending on mandates given, RAM also assumes, directly or indirectly, responsibilities on the above risk categories in specific areas of the Retail Business Units. 

RAM contributes to the definition of the Group’s risk appetite, its risk decision making process and the optimization of capital allocation to support the development of the Operating Divisions and manages activities leading to consistent delivery of global risk policies, methodologies & models, back testing and systems for Market & Counterparty risks. In addition to the IT and Methodology teams (respectively Risk Systems and SIGMA), the Resource Planning Team within Change & Business Management (CBM) manages the project management activities of the Department, consisting on counterparty or market risk topics.

The Risk Systems (RS) team within RAM is responsible for the ongoing evolution and operation of the bank's market and counterparty risk systems, which are responsible for the daily calculation of the market and counterparty risk capital figures using regulator-approved advanced methods.


RACS overview

The Risk Application and Client Services team (RACS) within RS is composed of three main teams including Risk Application Support (RAS), Risk Calculation & Analysis (RCA) and Feed Management (FM).

RCA and FM are responsible for the daily production by providing Market and Counterparty risk figures across all asset classes to the Risk Capital Markets and they are also in charge of defining processes and improvements. RCA is also responsible to manage client service & user request and project assistance.

RAS is responsible for the application support, configuration & release management and the IT Infrastructure. Within the service delivery RAS is responsible to maintain IT Governance process for RACS following the ITIL model including incident, problem, change, testing and service level.



The goal of this consultancy mission is to support and help the Risk Systems Management Team in their transformation of the Risk Systems Operations department as part of the RISK 2020 program.

The consultant will be responsible to review the operating model which is necessary to operate efficiently and to successful deliver the ITIL implementation. 

Working with both global and local resources located in UK, France, Belgium, US, India & Hong Kong, the successful candidate will perform an initial diagnostic of the existing model and will be accountable for the design and implementation of the operating model and ITIL-based ITSM process framework.



Key Responsibilities:

  • Delivery of the optimised ITIL transformation under the new operating model designed by the consultant

  • On-board and inspire key stakeholders to maximize their contribution

  • Provide methodological support, expertise and facilitation

  • Facilitate and document analysis and design workshops.

  • Hands-on analytical work to understand current processes and improvement opportunities

  • Document processes, process flow diagrams, operating procedures, RACI, tools guides, training materials.

  • Project manage work-streams and tasks

  • Raise attention on any risk detected in the missions and propose counter measures


  • Support regular governance cycles, with  meaningful, interesting updates, that support decision making

  • Foster a positive change environment across client’s teams, ensuring changes are sustainable

  • Contribute to regular retrospectives to continuously improve the team’s methodology

  • Participate in requirements definition and testing of ServiceNow (and other tools).

  • Provide user training.

In addition to the above, the person in this role will be expected to have a wide understanding of transformation, a very strong background or exposure of IT Operations, challenge the current situation with all parties involved and most importantly, will need to be diplomatic but assertive, and expected to manage susceptibilities. In other words, be a leader, not a manager.



  • Proven track record of successful transformation projects (on time, quality, budget thresholds).

  • Having operated as an internal or external consultant or change agent.

  • Experience of application support in the Operations domain.

  • Process analysis, using standard Lean tools including process mapping, pain points analysis, design.

  • Deliver the new processes and integrate those to a future-state on the new Operating Model and ITSM Framework.

  • Design thinking: Challenge the as-is, Look for new opportunities, find inspiration from different sources, ambitious, creative, alternative.

  • Problem solving, using structured techniques and facilitation.

  • Able to document role definitions, tool specifications, documentation, training.

  • Proven ability to analyse and design KPI’s and SLE’s/SLA’s.

  • Ability to work independently with minimal supervision, as well as an integral part of the transformation team.

  • Training delivery experience would be a definite plus.



  • 5+ years working in the ITSM or IT services/consulting industry.

  • ITIL Practitioner or Service Manager.

  • Nice to have: Prior administrative or implementation experience with ServiceNow.

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